How to start or pause or stop a timer field through a script?

[harsha328]

Hello,

I am trying to calculate the time an incident is in a particular state. I have added a timer field to the incident record. The timer should start running if the state of incident is either 'awaiting evidence' or 'awaiting user info' and should be paused if it's neither of the formerly mentioned states. My idea is to do this using a business rule, but I have no idea of how to start or pause a timer field through a script.

How do I achieve this?

Thanks in Advance,

Harsha

[Ashutosh Munot1]

I Have replied you based on to calculate time your ticket is in one of the state.

Not for pause and play.

If you want to have Exact time your ticket was in work in progress then go for Metric option

[harsha328]

Hi Ashutosh,

The way you have suggested works too. There is an OOB Metric definition that stores the duration that an incident is in a particular state. But it doesn't have a field that shows, to which Incident the metric is created for.

[Ashutosh Munot1]

Yes it gives you a number of incident.

[harsha328]

Thanks Ausotosh. I think I can use the way you have suggested to meet my requirements.

[Ashutosh Munot1]

Welcome Harsha,

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